Service Desk Support

• Acting as the first point of contact for all computer and related hardware, application and telecom related requests for IT service and support.
• Resolve technical issues related to servers, computers, printers, computer peripheral devices and telecommunication devices.
• Troubleshoot and resolve issues with Microsoft Windows operating system, Microsoft Office and health information applications.
• Recording, categorizing and logging requests for service using a central ticket management solution;
• Leveraging available tools (SMS, remote support utilities, knowledge base and other sources of documentation) to resolve incidents in an efficient and effective manner
• Transferring and escalating incidents and problems to 2nd/3rd level support resources and following up with ticket owners to ensure resolution in a timely manner;
• Provisioning, changing and de-provisioning user accounts in accordance with corporate policies and procedures
• Ability to provide training to staff and users.
• Develops procedures and provides documentation for staff and users manuals.
• Upgrading existing PC Hardware and software.
• Provide technical support to hospital staff during business and after hours by participating in on-call rotation
• Provides end-user support for the installation and support of applications.
• Other duties as assigned.

• Successful completion of University and/or Community College diploma in a health-related or computer technology program.
• Minimum 3 years’ experience in a Technical Service Desk role is required.
• Minimum 3 years’ experience with expert level proficiency in Microsoft, Windows 7, Windows 8 and Microsoft Office 2013, MS Server 2008/12, MS SQL 2008/12, and Citrix Desktop is required.
• Experience with Meditech and other healthcare information applications is an asset.
• Experience with troubleshooting and resolving computer hardware, printer hardware, peripherals, and E-Mail Systems issues is required.
• Experience in troubleshooting Local and Wide area networks and is an asset.
• ITIL Foundation experiences and/or certification is an asset.
• A highly developed customer-service orientation.
• Excellent attendance and discipline free record required.

Why Humber? Why Now?

Humber River Hospital is on an exciting transformation journey of redefining patient care as we leverage the most advanced technologies to enhance all aspects of delivering high-quality, safe care. We continue to build a people-centered workplace with excellent staff and physician engagement by hiring passionate, diverse and inclusive healthcare professionals. People who care and live our values of Compassion, Professionalism and Respect. People who are committed to making a positive difference.

We are a Studer Group hospital, focused on building our evidence-based leadership practice and hardwiring a culture that WOWs.

Why? Because at Humber River Hospital, we know it’s our people and our ability to innovate that allows us to consistently deliver a great patient experience and the best quality outcomes. After all, we are the hospital that believes exceptional care...healthier community.

This description has been designed to indicate the general nature and level of work performed by the employee within this position. However, the actual responsibilities, duties, qualifications and experience may vary. Employee may perform other related duties as required to meet the ongoing needs of the organization. Information contained in this job posting/description is subject to change.

Note: This is a non-union position

Humber River Hospital is committed to inclusion and diversity. We believe that diversity drives our culture of innovation. By bringing together a variety of different perspectives, it fuels our creative thinking, generates new ideas and creates solutions designed to address tomorrow’s healthcare challenges today. We take pride in providing professional development and career advancement opportunities for our employees including minorities, women, veterans and individuals with physical and developmental disabilities. We also provide accommodation to applicants and all of our employees - from hire to retire.

Let us know what we can do to help you be successful during your recruitment experience at Humber River